Been a busy week for Service Design ponderings.
First I pick up on two interesting publications:
Jeneanne Rae's Peer Insight just published 'Seizing White Space - Innovative Service Design Concepts in the US'. Jeneanne used to be at IDEO, and is often to be found making a very interesting point about Service and Experience in Business Week magazine. I haven't read the report yet but on first glance it looks very actionable, with good indepth case studies from a varity of US services covering B2B, B2C and B2B2C.
Then the DTi published it's 9th Occasional Paper 'Innovation in Services' which is from a UK perspective but includes some useful case studies and examples from the World over. At 194pp, it's a fair chunk but you can cherry pick some great nuggets - Voss and Zomerdijk's chapter on Innovation iin Experiential Services is especially good. In fact the whole paper paints a very good picture for practitioners in Service and Experience Design here in the UK (there aren't many!)
And to top that I was fortunate to see Helene Venge's presentation on Lego and Lego Designer the other day. What was really interesting is that Lego joins a small but growing group of brands (Apple, Nike, maybe Nokia) that, whilst being traditionally product-based are shifting their focus towards Service in realising that Service and Experience are the ways to differentiate in the crowded market place. The presentation's not online yet, but I hope to write up the story very soon.